ServiceNow - Package Consultant

IBM
IBM

Marketing & Communications, Product · Contractor

Giza Governorate, Egypt

Posted on Oct 1, 2026
Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

We are seeking an experienced ServiceNow Technical Lead to support the implementation, expansion, configuration, and maintenance of ServiceNow solutions across Customer Service Management, IT Service Management, and enterprise service management functions.

The ideal candidate will possess a strong combination of functional consulting, technical expertise, ServiceNow platform knowledge, and stakeholder management skills. The role requires the ability to lead business discovery and requirements workshops, translate business needs into functional and technical designs, configure and implement ServiceNow solutions, and provide guidance on solution strategy, effort estimation, costing, governance, and best practices.

The consultant will work closely with business stakeholders, architects, developers, project managers, and technical teams to deliver scalable ServiceNow solutions that align with ITIL processes, service management best practices, business value, project timelines, and budget guidelines.

Key Responsibilities
  • Implement ServiceNow Solutions: Design, configure, implement, and maintain ServiceNow modules and solutions based on client business and technical requirements, ensuring alignment with ITIL processes and service management best practices.
  • Business Discovery & Requirements: Conduct business discovery sessions, requirements-gathering workshops, process assessments, and stakeholder discussions to understand business needs and identify opportunities for ServiceNow solutions.
  • Solution Design: Translate business and functional requirements into detailed functional and technical designs, recommending appropriate ServiceNow capabilities and best-practice solutions.
  • ServiceNow Strategy: Lead or contribute to the development of ServiceNow strategies and roadmaps, prioritizing initiatives based on business value, effort, complexity, timelines, and budget considerations.
  • Cost-Benefit Analysis: Develop and contribute to cost-benefit models, effort estimates, resource requirements, and solution costing to support informed solution design and implementation decisions.
  • Team Leadership: Provide technical and functional guidance to the ServiceNow team, support solution development, and ensure adherence to agreed timelines, quality standards, and budget guidelines.
  • Platform Configuration: Configure ServiceNow applications, workflows, Service Catalog, forms, business rules, notifications, reports, dashboards, and other platform components according to business requirements.
  • Workflow & Automation: Design and implement workflow automation using ServiceNow capabilities such as Flow Designer and Workflow, identifying opportunities to improve service efficiency and reduce manual effort.
  • Integrations: Design and support integrations between ServiceNow and enterprise/third-party applications using technologies such as REST, SOAP, Web Services, Integration Hub, XML, and related integration mechanisms.
  • Technical Architecture & Components: Maintain a strong understanding of supporting technologies and technical components, including HTML, XML, Web Services, LDAP, SSL, VPN, and other technologies relevant to enterprise ServiceNow implementations.
  • ITIL & Service Management: Ensure ServiceNow solutions align with ITIL principles, service management processes, and industry best practices.
  • Testing & Deployment: Support solution testing, defect resolution, deployment, release activities, and user adoption to ensure successful implementation.
  • Governance & Security: Provide guidance on ServiceNow platform governance, security, roles and access, scalability, maintainability, and design standards.
  • Continuous Improvement: Identify opportunities to optimize existing ServiceNow implementations, improve processes, increase automation, and maximize business value.
  • Stakeholder Management: Collaborate with business stakeholders, technical teams, architects, developers, project managers, and clients to ensure successful delivery and effective communication throughout the project lifecycle.
  • Experience: 8–12 years
Required education
Bachelor's Degree
Required technical and professional expertise
  • Proven experience delivering end-to-end ServiceNow implementations and transformation projects.
  • Strong understanding of the ServiceNow platform, its capabilities, architecture, and implementation best practices.
  • Hands-on experience with ServiceNow configuration, workflows, Service Catalog, reporting, automation, and platform administration.
  • Experience gathering requirements, facilitating workshops, analyzing business processes, and translating requirements into technical and functional solutions.
  • Strong knowledge of ITIL processes and service management principles.
  • Experience with solution design, effort estimation, resource planning, costing, and value-versus-effort analysis.
  • Experience supporting or leading integrations with enterprise and third-party applications.
  • Working knowledge of REST/SOAP APIs, Web Services, XML, HTML, LDAP, SSL, and VPN.
  • Strong stakeholder management, communication, analytical, and problem-solving skills.
  • Ability to lead technical discussions and provide guidance to ServiceNow development and implementation teams.
Preferred technical and professional experience
  • Customer Service Management (CSM)
  • IT Service Management (ITSM)
  • App Engine Development
  • Integration Hub
  • REST/SOAP integrations
  • Knowledge Management
  • Performance Analytics and Reporting
  • Flow Designer and advanced workflow automation
  • Virtual Agent and AI capabilities
  • Now Assist and modern ServiceNow platform capabilities
  • ServiceNow platform governance and enterprise architecture
  • Experience working in consulting environments and directly with clients

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

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